| dc.description.abstract | International Organization for Standardization (ISO) series and other quality
management (QM) models were seen as helping organizations in the journey towards
business excellence. There are quite a number of researches done in quality management
especially in India where they touch on various aspects from its effects on customer
satisfaction to challenges faced in the implementation but that is not the case in Kenya
more so Kisumu county. Therefore the study sought out to determine the effects of
quality management practices on performance of commercial banks in Kisumu County.
The objective of the study was to carry out an analysis on the effects of quality
management practices on the performance of commercial banks in Kisumu County. The
researcher employed descriptive survey research design aimed at describing
respondents' views, opinions and feeling. The target population for this study consisted
of all commercial banks with operations in Kisumu County. Currently in Kisumu
County there are 30 operational commercial banks branches. The study made use of a
survey questionnaire administered to each member of the sample population of
employees based in commercial bank branches in Kisumu county. The choice of
analysis procedures therefore depends on how well the techniques match the objective of
the study to the scale of measurement of the research variables. Descriptive statistics
was used to analyze the data. Statistical Package for Social Sciences (SPSS version 20)
was employed aided by Microsoft Excel to generate tables, pie charts and graphs
appropriately to present the data collected for ease of understanding and analysis. The
study concludes that vision, mission, innovation, team work, quality training and
competitive advantage were necessary for QM implementation. The study also
concludes that implementation improved institution's competitiveness both locally and
regionally and implementation has improved local and international approval of
institution's processes and that implementation improved customer's confidence on
services. Finally, the study concludes that the top management didn't support
implementation of QM and that bulky documentation replaced people involvement in
implementation. The study also recommends that in order to be able to deliver the
desired quality, top management should provide the necessary input to the people that
are directly involved in producing products and providing services. | en_US |
